Find out how to:
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Welcome to your new
Here are some easy to follow instructions on
using your new Thomas Cook Cash Passport
Before you go – this bit’s important!
Please sign the back of your Card as soon as you get it, SIMPLY PREPAY
then memorise your PIN. If you want to change your PIN
to something more memorable, simply go to a participating AND GO!
ATM in the UK displaying the MasterCard Acceptance Mark,
select ‘PIN Services’ and follow the instructions on the screen.
The secure and convenient
way to spend abroad
How to use and check out any recent
your Thomas Cook transactions. Alternatively,
Cash Passport you can phone Card
Services and use the
Just like a debit card, you
automated balance service.
can use your Thomas Cook
Some ATMs also provide
Cash Passport at ATMs
balances, however, if the
worldwide displaying the
local currency of the ATM is undue delay, and in any event Want to put more
not the same as the currency no later than 13 months after money onto your Card?
Mark. Simply enter your PIN
on your Thomas Cook the debit date. They will be
and how much you want to Easy. Just take your
Cash Passport, the exchange happy to check and confirm
take out. After that, all you Thomas Cook Cash Passport
rate used by the ATM to the transaction details for
have to worry about is what and valid photo ID to any
calculate the balance on the you. If there is a transaction
to spend the money on. UK Thomas Cook or Going
Card may be different to that which is not correct, Card
You can also use your Places store. You can also
applied to your Card and a Services can start the dispute
Thomas Cook Cash Passport reload your Card online,
variation may occur. That’s process on your behalf and
at merchants worldwide using your debit or credit
why it is recommended may request you to provide
(including restaurants, shops card, or direct from your
that you use the online or additional written information
and online) displaying the bank account, using internet
telephone balance enquiry concerning any unrecognised
MasterCard Acceptance banking. For more information,
services. You may also receive transaction, or to complete
Mark. Simply enter your PIN visit www.cashpassport.com/
low balance alerts via SMS. a Dispute Claim Form (see
or sign the receipt as usual. thomascook
Terms and Conditions for
Disputed Transactions further information). Please
Checking your balance How about buying
If you have any queries help them to assist you,
Simply go to ‘My Account’ things online?
about your Thomas Cook by providing as much
at www.cashpassport.com/ information as you can. It is As long as the online
Cash Passport balance or
thomascook, register your retailer accepts MasterCard,
you notice a Card transaction recommended that you check
Card and you’ll be able to your transaction history and you can use your Thomas
that you do not recognise,
see your Thomas Cook Card balance at least once a Cook Cash Passport to shop
please notify the 24 hour
Cash Passport balance month. online (within the limits and
Card Services team without
restrictions of your Card).
SECURE CONVENIENT RELOADABLE
complete the purchase with Thomas Cook Cash Passport
another payment method. in the USA) and you opt in to a
In some countries, there may DCC service, this may result in
be daily or weekly withdrawal a foreign exchange transaction
limits set by ATM operators, at additional cost to you. If
which may be lower than you wish to avoid this risk, you
the limit on your Card. For should opt out of the DCC
more information, visit service and choose to pay in
www.cashpassport.com/ the local currency. DCC can
SEVEN CURRENCY thomascook also be applied to any domestic
debit or credit card, when used
CARDS NOW Dynamic Currency
AVAILABLE Dynamic Currency
Conversion (DCC) is an If you have any queries, or
NZ $ EU € ZA R GB £ optional service that is want to pass on any comments
AU $ CA $ US $ sometimes offered by foreign about using your Card, please
retailers and ATM operators, get in touch at cardservices@
giving cardholders the accessprepaidww.com
choice of paying in either the
Please note, queries
currency of the country
they are visiting or their own
You may be asked to provide Pre-authorisation Cash Passport details
If you make a purchase or ATM
the security code that’s printed It is not recommended cannot be dealt with
withdrawal in a country where
on the signature strip on the to use your Thomas Cook via email.
the local currency is the same
back of the Card. Cash Passport as a guarantee as the currency on your Card
of payment for hotels, car hire, (e.g. using a US Dollar
What if my Card hasn’t
etc. These companies may
got all the money I need Useful telephone numbers for 24/7 assistance, Card Services,
estimate your bill, and if you
to buy something? use your Card as a guarantee
lost or stolen Cards.
If your Thomas Cook Cash Passport is lost or stolen, please contact
Sometimes you might see for the estimated amount, the Card Services immediately, so that they can cancel it and offer
funds will be temporarily assistance, including emergency cash replacement up to the available
something that costs a little balance on your Card (subject to availability†).
bit more than you’ve got unavailable to access or
Country Freephone Number††
available on your Card. That’s spend. You can of course
Australia 1800 889 040
OK; if the merchant supports use your Thomas Cook France 0800 905 190
partial payments, you may be Cash Passport to settle New Zealand 0800 450 128
able to pay the difference with your final bill. South Africa 0800 990 517
Spain 900 998 907
another MasterCard® or some UK 0800 015 0401
other way. Just make sure you
What if my Card USA/Canada 1 888 713 3424
tell the cashier before paying A list of freephone numbers from over 30 countries is available on
www.cashpassport.com/thomascook Alternatively, you can use the number
and confirm the amount you Normally, the only time this below (‘Other Countries’) to contact Card Services.
want to be deducted from will happen is if you don’t Other Countries††† +1 954 838 8294
your Card. The cashier should have enough funds on your †
The emergency cash service may not be available in every country - depending
process your Thomas Cook Card to cover the cost of the on the availability of the money transfer network.
There may be a charge for calls to these numbers, if phoning from a hotel or
Cash Passport payment first, purchase. You may be able mobile phone.
and then accept the remainder to use the balance on your ††
Please remember to add the international prefix of the country you are in at the
beginning of this number (in most cases this is 00, for example 001 954 838 8294).
of the balance in whichever Thomas Cook Cash Passport Calls to this number are not free of charge.
way you want to pay it. for part payment and
Please note that the Thomas Cook Cash Passport fees and
limits are subject to variation, in accordance with the Card’s
Terms and Conditions.
Fees US$ EUE GB£ AU$ CA$ NZ$ ZAR
Card fee Please check with the Purchase Location
Load/Reload commission Free Free 2%* Free Free Free Free
ATM fee** per withdrawal $2.50 €2.00 £1.50 $3.50 $3.25 $4.00 R25.00
Purchase from merchant (e.g. shops and restaurants) Free
Monthly inactivity fee debited from your Card if it has not been used
$3.50 €3.00 £2.00 $4.50 $4.00 $5.25 R35.00
for 15 months
Additional Card fee Free
Negative balance fee $15 €15 £10 $20 $20 $25 R140
£6.00 or the foreign currency equivalent
Cashout fee through Card Services
(subject to exchange rate fluctuations)
Please check with the Purchase Location
Cashout fee at the Purchase Location
(subject to exchange rate fluctuations)
Maximum amount you can withdraw from ATMs in 24 hours** $800 €700 £500 $3,500 $3,000 $4,000 R8,500
Maximum amount that you can spend at merchants (e.g. shops and
$5,000 €4,000 £3,000 $6,000 $6,000 $7,500 R40,000
restaurants) in 24 hours
Minimum amount you can load on your Card $50 €40 £30 $50 $50 $60 R500
Maximum load and maximum balance allowed on your Card at any one time $9,000 €7,500 £5,000 $15,000 $13,000 $17,000 R85,000
Maximum load over 12 months*** $30,000 €25,500 £18,000 $45,000 $39,000 $51,000 R250,000
Additional Card linked to the same funds 1
* The minimum charge is £3.00 for GB£ online or telephone loads and reloads.
** Some ATM operators may charge an additional fee or set their own withdrawal limits.
For more information, visit www.cashpassport.com/
*** The total amount you may load onto all prepaid cards issued to you by us during thomascook and register your Card on ‘My Account’
any twelve (12) month period. to check your balance and view your transactions.
Alternatively, call Card Services on one of the numbers
Merchant transactions and ATM withdrawals in a currency other than the currency of
the Card will be exchanged to the currency on the Card at an exchange rate determined
by MasterCard® on the day the transaction is processed, increased by 5.75% for all
Thomas Cook Cash Passport is issued by R. Raphael & Sons plc, pursuant to license
by MasterCard International. MasterCard and the MasterCard Brand Mark are registered
trademarks of MasterCard International Incorporated.
For more information about your Thomas Cook Cash Passport,
please visit www.cashpassport.com/thomascook
Thomas Cook Cash Passport™ Prepaid MasterCard® 4.3 You must never allow anyone else to use your Card, PIN or other security information
Terms and Conditions and you must ensure that any Additional Card user complies with this clause in relation
By purchasing or requesting the Thomas Cook Cash Passport card (the “Card”), you agree that to any Additional Card.
you understand, accept and shall comply with these Terms and Conditions and the User Guide 4.4 We will never ask you to reveal your PIN.
(together the “Agreement”). This is a copy of your Agreement for you to keep. A further copy is 4.5 The PIN may be disabled if an incorrect PIN is entered three (3) times. If the PIN
available on request (see Contact details). is disabled, please contact Card Services for assistance. If the PIN is disabled at
a point of sale terminal abroad, you may need to reactivate your PIN in the UK. There may
1 In these Terms and Conditions:
be a twenty-four (24) hour delay in reactivating your PIN.
1.1 Purchase Location means any branch of the business from which you purchased the
4.6 You must call Card Services immediately and without undue delay if you lose your Card
Card, within the country of purchase.
or believe it could be misused or you suspect that someone else may know your PIN or
1.2 we, us, our means R. Raphael & Sons plc. any other security details. We will suspend the Card to prevent further use. If a lost Card
1.3 you, your means the purchaser of the Card. is subsequently found, it must not be used unless Card Services confirm it may be used.
1.4 Card Services means any services, including call centre services, provided by us or our 4.7 You will be required to confirm details of any loss, theft or misuse to Card Services in
third party service provider, Access Prepaid Worldwide Ltd (the “Programme Manager”), writing and you must assist us and the police in any enquiries.
in connection with the Card. 4.8 We may suspend your Card with or without notice, if we think the Card has been or is
2 Your Thomas Cook Cash Passport card likely to be misused; or if you have breached any of these Terms and Conditions; or if we
suspect any illegal use of the Card. If we do suspend your Card, we will inform you of our
2.1 Thomas Cook Cash Passport is a prepaid currency card, which can be loaded in the
decision, unless such disclosure is prohibited by law or would otherwise compromise
currency of the Card.
fraud prevention or security measures.
2.2 At the time of purchase, you may request an additional Card (“Additional Card”), which can
4.9 If you are entitled to a refund for any reason, for goods or services purchased using the
be used in the same way as the Card.
Card, this will be made to your Card.
2.3 If you request an Additional Card as a back-up for security purposes, only you can use it.
4.10 If you authorise a transaction and we consider that all of the conditions set out below
If you request an Additional Card for someone else to access the same funds, you must
apply, we will refund the full amount of the payment, or provide you with our reasons for
provide their details prior to the issue of the Additional Card and only they can use the Card.
refusal, or request that you provide additional information as is reasonably necessary to
2.4 There is no interest payable to you on the balance and the Card funds do not amount to a verify that such conditions apply, within ten (10) working days of receiving your request
deposit with us. or if so requested within ten (10) working days of receiving any such additional information
3 Using the Card
(a) you did not know the exact amount of the payment when you gave your authority;
3.1 There may be a delay of up to four (4) hours before you are able to use your Card.
3.2 Your Card can be used worldwide wherever you see the MasterCard, Maestro® or Cirrus®
(b) the amount charged exceeds the amount you reasonably expected to pay, taking
Acceptance Mark at ATMs and MasterCard merchants, including shops, restaurants
into consideration your previous spending pattern, these Terms and Conditions and the
and online, providing there are sufficient funds available on your Card for the transaction,
circumstances of the transaction (excluding exchange rate fluctuations); and
including any applicable fees.
(c) you request a refund within eight (8) weeks from the date the funds were debited. No
3.3 The amount of each transaction and any associated fees will be deducted from the
refund will be made if you have given us your consent for the payment to be made and,
balance on your Card. Each transaction will require authorisation and we cannot stop a
where applicable, details of the payment are made available to you by any means, at
transaction once authorised.
least four (4) weeks before the payment due date.
3.4 When using your Card at certain merchants, including hotels and restaurants, the merchant
may hold an additional amount to cover tips/gratuities, temporarily reducing the balance 5 Liability for unauthorised transactions
available on your Card. 5.1 If you notice a Card transaction that you do not recognise, you must notify Card Services
3.5 We do not recommend using your Card as: (i) a guarantee of payment, for example as a without undue delay, and in any event no later than thirteen (13) months after the debit
deposit for hotels, cruise lines or car rental, as merchants such as these may estimate date. We will request that you provide additional written information concerning any
the final bill and this amount will be temporarily unavailable to access or spend; or as (ii) an such transaction. We recommend that you check your transaction history and balance
arrangement for periodic billing as any debits to your Card as a result of such arrangements at least once a month.
will be considered to have been authorised by you. 5.2 We will refund any unauthorised transaction immediately unless we have reason to
3.6 The Card is only for your use and expires on the date on the front of the Card, however, believe (based on the evidence available to us at the time you report the unauthorised
you will still be able to obtain a refund of the balance in accordance with this Agreement. transaction) that the transaction was authorised by you, or caused by a breach of these
3.7 Upon expiry of the Card, or if your Card is lost or stolen, you may contact Card Services Terms and Conditions, gross negligence or we have reasonable grounds to suspect
to request a new Card (“Replacement Card”). Subject to clause 8.7, any request for a fraudulent activity on your or any Additional Card user’s part.
Replacement Card must be made on or before the Termination Date and the balance of 5.3 If we make an immediate refund in accordance with clause 5.2, or make a refund after
the Card will be transferred to the Replacement Card. investigating the transaction, we reserve the right to reverse the refund if we do not
3.8 You will be responsible for all transactions made by you or any Additional Card user and for receive a completed form providing details of the unauthorised transaction (“Dispute
ensuring that every Additional Card is used only in accordance with these Terms and Conditions. Claim Form”) from you within ten (10) “Working Day(s)” of our request. (Working Day
3.9 The Card may not be used for money transfers or for accessing or purchasing goods from means Monday to Friday from 0900 to 1700 GMT, except for any public bank holidays
adult or gambling internet sites and must not be used for any unlawful activity. You must in England and Wales).
comply with all laws and regulations (including any foreign exchange controls) in respect of 5.4 Further to clause 5.2, if we do not make an immediate refund and you still wish to dispute
the Card, in the country of purchase and/or use. the transaction as unauthorised, we reserve the right to request additional written
3.10 You can only use your Card if it has a positive balance. In the unlikely event that the information in the form of a statement signed by you providing evidence to support your
balance on your Card drops below zero (0), you agree to reload the Card to bring the claim that the disputed transaction was unauthorised. You may be prosecuted in the
balance back to zero (0) or above, within thirty (30) days of request, and pay the applicable event you make a fraudulent claim for an unauthorised transaction whether or not you
negative balance fee. have received a refund.
3.11 We are entitled to set off any sum of money on your Card due from you to us against any 5.5 Where you or any Additional Card user have lost or had the Card or Additional Card
positive balance on any other card held by you with us. stolen or failed to keep the security features of the Card or Additional Card safe, your
maximum liability will be limited to GB£50, unless you or any Additional Card user have
3.12 You may from time to time receive SMS alerts relating to your Card activity. You can stop
acted fraudulently or have with intent or gross negligence failed to comply with the
the SMS alerts at any time by sending ‘STOP’ to ‘65300’. For more information on the
Terms and Conditions, in which case you may be liable for the entire loss.
SMS service, please visit www.cashpassport.com/thomascook
5.6 Subject to clauses 5.2, 5.4 and 5.5, where it is determined that you are not liable for
4 Keeping your Card and PIN secure an unauthorised transaction, you will not be liable for any of the loss incurred, we will
4.1 You must sign the back of the Card as soon as you receive it. refund the value of that transaction immediately and we will have no further liability to
you for any other losses you may suffer. However, if our investigations conclude that
4.2 You must do all that you reasonably can to keep the Card and your PIN and other security details
the transaction you have disputed has been authorised by you, on your behalf, or by
secret and safe from misappropriation by any third party at all times and you must ensure that
any Additional Card user, or you or any Additional Card user have acted fraudulently,
any Additional Card user complies with this clause in relation to any Additional Card.
we will not refund the value of the transaction and we may charge you an investigation 10.5 You agree we may contact you about other products and services provided by the
administration fee of up to GB£50. Programme Manager and its affiliates. If you no longer wish to receive this information,
please contact Card Services.
6 Fees and Limits
10.6 You can contact Card Services for a copy of the Personal Information we hold about
6.1 From time to time we may limit the amount you can load on your Card, or the amount you. A fee may be charged for this service.
you can withdraw from ATMs or spend at merchants over certain time periods. Some
10.7 To aid us in the provision of the Card Services and improve our service, telephone calls
ATM operators also impose their own limits on the amount that can be withdrawn over
may be recorded and/or monitored.
a specific time period.
6.2 For details on the fees that apply to your Card, please refer to the fees and limits table in the 11 Our liability to you
User Guide, or on www.cashpassport.com/thomascook 11.1 Unless otherwise required by law or as set out in these Terms and Conditions, we
will not be liable to you in respect of any losses you or any third party may suffer in
7 Redeeming Unspent Funds
connection with the Card, except where such losses are due to a breach by us of these
7.1 You may redeem any unspent funds on your Card through the Purchase Location. Terms and Conditions or due to our negligence.
Payment will usually be in Sterling and the exchange rate will be determined by the
11.2 We are not responsible for ensuring that ATMs and point of sale terminals will accept
the Card. We will not be liable to you for disputes concerning the quality of goods or
7.2 You may also redeem the balance of any unspent funds through Card Services. services purchased on your Card or any additional fees charged by the operator of
Payment will only be made to a UK bank or building society account in your name. these terminals.
Redeeming the balance of unspent funds will usually be in Sterling at an exchange rate
11.3 Nothing will limit our liability to you for death or personal injury arising out of our
determined by us. You may redeem the balance of any unspent funds in the foreign
negligence, or for our fraud, or insofar as any limitation or exclusion of liability is
currency of the Card through Card Services. When redeeming a balance in the foreign
prohibited by law.
currency of the Card, your bank or building society may apply their own exchange rate
to convert the funds into Sterling, unless you have an account in the currency of the Card. 12 Law, Jurisdiction and Language
7.3 A cashout fee may be charged for redeeming unspent funds on the Card at the 12.1 These Terms and Conditions and any disputes, which arise under them, shall be
Purchase Location or through Card Services if: (i) you redeem unspent funds on the exclusively governed by English law and subject to the exclusive jurisdiction of the
Card before the Termination Date; or (ii) you redeem unspent funds on the Card after a English courts.
period of twelve (12) months from the Termination Date. 12.2 We will communicate with you in English. These Terms and Conditions are written and
8 Ending this Agreement available in English only.
8.1 Subject to clause 8.7, this Agreement shall terminate in the event of: (i), the later of either 13 Third Party Rights
the expiry of your Card or the expiry of any Additional Card; (ii) an event occurring under Except for any party referred to in clause 14, nothing in these Terms and Conditions
clauses 8.2, 8.3 or 8.4. The date of such termination under this clause 8.1 shall be gives any third party (including any Additional Card user) any benefit or right (including
deemed the Termination Date. any enforcement right).
8.2 Subject to clause 8.4, we may end this Agreement by giving you at least two (2) months’
written notice by letter or email to the address you have provided us. 14 Transferring our rights
8.3 You may end this Agreement at any time by writing to or emailing Card Services. We may assign any of our rights and obligations under these Terms and Conditions,
8.4 We may ask for the return of the Card (including any Additional Card) and end this Agreement, without your prior consent, to any other person or business, subject to such party
with or without notice, if you materially breach any of these Terms and Conditions. continuing the obligations in these Terms and Conditions to you.
8.5 Upon ending this Agreement in accordance with these Terms and Conditions, you (or 15 Compensation
any Additional Card user) will no longer be able to use any Card or Additional Card. The
This Card is an electronic money product and although it is a product regulated by the
ending of this Agreement will not affect your right (if any) to redeem unspent funds in
Financial Services Authority, it is not covered by the Financial Services Compensation
accordance with clause 7 above.
Scheme or any other compensation scheme. However, in order to provide protection
8.6 The provisions of clause 7.3 shall survive termination of this Agreement. to you, the funds held in respect of the Card are held by us, an issuing bank regulated
8.7 For the purposes of clause 8.1(i), the expiry of your Card shall mean the expiry of the by the Financial Services Authority, on trust, to ensure the funds are safeguarded in the
initial Card issued to you under this Agreement (excluding any Replacement Card). In the unlikely event of insolvency.
event your initial Card expires and you have an active Additional Card, you may request
a new Card and Additional Card. Please visit www.cashpassport.com/thomascook 16 Contact details
for a reminder of your expiry date. 16.1 If you have any queries regarding the Card, please refer to
9 Changing the terms
16.2 If you have any further queries, are dissatisfied with the standard of service, you think
9.1 We have the right to change these Terms and Conditions and will notify you we have made a mistake in operating the Card or you require information about your
of any such changes to these Terms and Conditions by email or in writing. Personal Information, please contact Card Services.
The latest version of the Terms and Conditions shall be available on
16.3 Card Services can be contacted using the details in the ‘Contact details’ section of the
User Guide or by writing to Card Services, Access Prepaid Worldwide Ltd, Worldwide
9.2 We will notify you of changes at least two (2) months before the change is implemented. House, Thorpe Wood, Peterborough, PE3 6SB, England.
If you are dissatisfied with any change, you can end the Agreement by contacting Card
16.4 Any notice sent by either party under these Terms and Conditions by email shall be
Services. You understand and agree that you will be deemed to have accepted the
deemed given on the day the email is sent, unless the sending party received an
changes, unless you notify Card Services to the contrary before they come into force.
electronic indication that the email was not delivered; and if by post, shall be deemed
10 Personal Data given three (3) business days after the date of posting.
10.1 We may contact you by telephone, letter, SMS or email at the contact details you 16.5 We will try to resolve any problems as quickly as possible and in
provide us. You must let Card Services know immediately if you change your name, accordance with the complaints procedure, which can be found on
address, phone number or email address. www.cashpassport.com/thomascook or is available on request. If your query is not
dealt with to your satisfaction, you may be able to refer it to the Financial Ombudsman
10.2 By purchasing the Card and using it, you consent to us and our service providers
Service, an independent body established to adjudicate on eligible disputes with
processing the information we collect from you (“Personal Information”) when we
financial firms. Their address is: South Quay Plaza, 183 Marsh Wall, London, E14 9SR,
provide you with the Card Services under these Terms and Conditions.
England; Telephone 0845 080 1800; Email: firstname.lastname@example.org
10.3 Your Personal Information may be disclosed by us to third parties (including the You can find more information on the Financial Ombudsman Service on their website:
Programme Manager and other third party providers) to enable us to provide the www.financial-ombudsman.org.uk
Card Services and for data analysis, anti-money laundering, detection of crime, legal
compliance, enforcement and fraud prevention purposes.
10.4 Your Personal Information may be processed outside of the country of purchase, but
all service providers are required to have adequate safeguards in place to protect your
For all your Thomas Cook Cash Passport
Thomas Cook Cash Passport is issued by R. Raphael & Sons plc, pursuant to license by MasterCard®
International. MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard
R. Raphael & Sons plc (Company Registration No. 1288938) has its head office and registered office
at Albany Court Yard, 47/48 Piccadilly, London, W1J 0LR, England. We are a bank, regulated and
authorised by the Financial Services Authority under registration number 161302 and are permitted to
issue e-money. The Programme Manager administers and services the Card on our behalf and is able
to give you support if you have any queries or complaints. R. Raphael & Sons plc is not licensed by the
Guernsey Financial Services Commission to take deposits. Deposits made with R. Raphael & Sons plc
are not covered by the Guernsey Banking Deposit Compensation Scheme.